Communication Manager 5.0 provides centralized call control for a resilient, distributed network of media gateways and a wide range of analog, digital, and IP-based communication devices. It also has several advanced applications built-in, including mobility applications, call center features, advanced conference calling, and E911 capabilities. Communication Manager 5.0 effectively scales from less than 100 users to as many as 36,000 users on a single system and to more than one million users on a single network.

 

The Avaya solutions that include Communication Manager provide "end-to-end" SIP – running from the service provider trunk to an agent's desktop phone. This capability drives greater flexibility and productivity for contact center agents. The SIP contact center phone gives agents essential contact center features such as "work mode display" and "alert tones for skill changes". It also offers a foundation for presence-based capabilities, including the ability to identify real-time availability of experts. The phone can be set up in an agent's home via a secure VPN to increase productivity for home-based agents. Other critical contact center capabilities are available via SIP trunks as an alternative to existing ISDN trunks. These capabilities include passing customer calls and secure information between contact centers, which helps ensure agents have the right information to assist customers.

 

Customer experiences can be improved through the Avaya video self-service solution. This solution uses SIP to affordably deliver multimedia customer experiences through dynamic video content. Self service can be enhanced by 'pushing' video-based menus and content to customers calling into a company using a 3G mobile device, video kiosk or PC. Customers can see branded visual menus to choose options, or they can view advertisements, presentations or instructional videos while waiting for an agent.

 

The SIP capabilities are powered by